Halfords are listening to Josh Cooper

I have just started teaching my final year elective on Retail Marketing to undergraduates here at Manchester Business School. I was very taken by this email I received from Josh Cooper*:

"I would like to tell you about a ridiculous scenario which played out this morning when I purchased a bike for my sister from Halfords

I went in to the store, having found the bike I wanted online (the very modest price of £120) and asked if I could buy it. The sales assistant directed me to the bike in question, and was very helpful. However, upon finding the bike, the price tag was £140 instead of the aforementioned £120. I informed him of this discrepancy, but he shrugged his shoulders, and told me there was nothing he could do about it.

So I asked him if they did in-store collection; he replied in the affirmative. Whilst standing in front of him, and the bike in question, I used my phone to buy it there and then. After purchasing the product online, I showed him the image of the bike we were stood next to, and asked if he had it in stock for me to collect. He nodded, I think a little dumbfounded at my cheek, and took the bike off the rack for me to pick-up. He then told me was it okay if I talked to his manager, because it was the third time that month that somebody had done that to him.
The store manager said he would be telling my story to senior management, and he said they would probably be enacting change because of my actions, so I suppose I have helped Halfords in the long term.

Weird story, and as soon as I left, I thought to myself 'John Pal is going to love this'"

*Reproduced with permission

Yes, indeed, Josh I do love this!!!